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Can't open any shared word documents on Dropbox

Explorer | Level 3

Hi, 

I've been having problems with opening files that are shared with me on my work account's dropbox.

Anytime someone has accessed a document in word and then resaved to dropbox I can't seem to open it. 

I click the file to open and it gives me a blank screen. If I try to open with word online it also gives me a blank screen. 

This is hugely frustrating - is anyone else having this problem, are there any fixes? 

I am accessing files from a desktop pc using windows 10 and using dropbox.com on chrome. 

Thanks, 

LRW

3 Replies 3
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Re: Can't open any shared word documents on Dropbox

Dropboxer
Dropboxer

Hey there @LRW,

Could you try opening the files with Office Online using another web browser? Also, please try using an incognito/private window and clearing the browser's cache to see if there's any difference in the behaviour.

Can you also clarify for me if, when you open the file on your desktop, you have downloaded the file directly from the website or from the desktop app's Dropbox folder on your computer?

Finally, when opening the file with Office Online, do you see any error messages at all anywhere or do you just see a blank doc? Would you mind sharing a screenshot of this (excluding any personal info)?

Let me know what you find and we'll go from there - thanks!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Can't open any shared word documents on Dropbox

Explorer | Level 3

Hi Daphne, 


I've fixed it, sort of, by opening in Microsoft edge.

When I do so it comes up with a pop up window asking if I have a microsoft 365 account and once I say yes it allows me to access files.

But in Chrome it just shows me a blank screen, the pop up doesn't come up. I guess for now I'll just have to access everything using a different browser. 

Thanks for you help. 

LRW

Highlighted

Re: Can't open any shared word documents on Dropbox

Dropboxer
Dropboxer

Hey @LRW

If the issue seems to be isolated to Chrome, then it might be worth checking if you can access the files in an incognito window of Chrome. If you can, then it suggests that a browser extension is the culprit, and you can try disabling your extensions one at a time until the issue is resolved to isolate which one it is.

Otherwise I can suggest, if you haven't already, to clear the cache of your Chrome browser and even just check that there's no pending updates that might fix the issue.

I hope this helps!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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